Senior Manager - Relationship Management

JOB DESCRIPTION

Location: Shanghai

In this office-based position you'll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

Issuer Services (CIS) is the division within Computershare responsible for providing administrative services to Issuer Services clients and their individual security holders. A fantastic opportunity has arisen in our CIS business!

We are now looking for experienced talent to join our Client Relationship Management team in Shanghai. This is an exciting opportunity to work in a global corporation that will give you a good platform for your future career development as Computershare is the top share registrar globally.

A role you will love

The Senior Manager of Relationship Management, your core job competent is to establish and develop client relationships, handle client issues and ensure client satisfaction, and upsell & cross-sell CPU products & services. This role is an individual contributor to the business and reporting to Director.

Other key accountabilities will include:

1) Client Relationship

• Build up trustworthy relationship with clients including but not limited to senior management team or decision makers of clients.
• Set high level service goals based on clients' feedback / requirement / plan.
• Review service agreement and instruction documents regarding corporate actions and dealing with fee negotiation and special request.
• Identify and anticipate clients' needs and requirement pro-actively through various channels and work out tailored made solutions and/or services to clients.
• Provide professional advice to clients in response of clients' enquiries. Work closely with other team/department to ensure client's instruction is always followed timely.
• Ensure all clients pay on time. If needed, follow up client's overdue balance in a professional manner.
• Handle and resolve client issue smoothly and independently. Report to senior management team on any client issue.
• Prepare fee letters and deal with fee negotiations and special requests including tender and renewal of contract.
• Coordinate clients' corporate actions from the start.
• Handle internal tasks including performing KYC for certain clients.

• Explore new business opportunities proactively by understanding clients' needs and potential future plan so as to maximize business revenue and fulfil clients' needs.
• Constantly promote and cross selling products and services to clients.
• Be 'creative' in designing new products and services to meet clients' needs. Always discuss with senior management team whenever clients' needs are not covered by existing product net.

• Handle client complaint professionally and effectively by conducting investigation internally and externally, analyzing cause objectively and developing prevention action for future.
• Work closely with other team/department to ensure clients' instruction is always followed and services are delivered in high quality standard.
• Monitor share registry matters which consist of vote count of shareholders meetings, handling of dividend payment and planning and coordination of corporate actions from the start. The corporate actions include but not limited to rights issue, open offer, privatization and general offer of listed clients.

• Act as trusted advisor and subject matter expert in related regulations and procedures so as to provide advice to clients and colleagues on regulations, taxation, procedure and market information.
• Identify and analyze business and market information / data including but not limited to competitor information. Always communicate with other line managers and other team heads on market competitiveness, client's perceptions of existing products and new needs and potential threat to the company.
• Other tasks assigned by management.

• Bachelor's degree or above in Finance, Accounting, Law, Corporate Government, Business Management or closely related areas; Minimum 5 years of related working experience.
• Knowledge or working experience with Hong Kong security market structure / listing rules, corporate governance.
• Excellent English and Mandarin required with Cantonese an advantage.
• Customer focused, strong problem-solving skills and well-developed commercial acumen.
• Demonstrate initiative, organizational and time management skills. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.
• Proficiency in MS Office. Able to accept a certain amount of overtime work and travel arrangements.